Symmetry of Attention
Tens of thousands of children get physical safety and emotional security as Babilou Family combines CX and EX
Customer-facing organizations are obliged to fully attend to both Employee Experience (EX) and Customer Experience (CX). However, the challenges of handling those two distinct aspects of the business cannot be optimized without a fully combined approach. Babilou Family, a France-based child education group with approximately 1,200 centers across 10 countries, found an approach and a best practice for operating CX and EX programs in perfect synchronization, enabled by Qualtrics CX and EX and AKT’s implementation and advisory, in what they call “Symmetry of Attention”.
Last October, during XM Live Paris, a Qualtris annual conference showcasing the impact that CX and EX programs in organizations and customer satisfaction, Eric Blum, a Managing Partner at AKT and Head of Qualtrics Sales, had a one-on-one session with Sabine Mirault, Group Sales, Marketing & Performance Director at Babilou Family. This fascinating talk was a rare opportunity to pick inside Sabine’s brain on this wonderful approach towards Employee and Customer Experience, especially in a children-focused business, which makes it all the more crucial.
The Symmetry of Attention concept comes to life as Babilou’s path is to welcome their new employees the same way they do with their end-customers, the children and their parents, on their first steps in Babilou’s educational establishments (ages 0-12).
This complex project was a masterpiece of understanding humans (and little humans) through data. Want to hear all the details on this innovative approach and how it was implemented within HR processes as well as educational branches? Here’s your chance to hear the full story.